Privacy notice

Last updated: September 2026.

Who we are

DFG Helpline (“we”, “us”) is an independent information, triage and callback service helping people in England understand the Disabled Facilities Grant process. We are the data controller for the information you provide.

What information we collect

• Contact details (name, phone, email, postal address)
• Information about the disabled person’s difficulties at home
• Property and tenure details
• Your quick-check answers, including urgency, home type and location
• Callback details and records of our communications with you

Special category data

Information about disability and health is “special category data” under UK GDPR. We give this extra protection. Our lawful basis under Article 6 is consent or legitimate interests, depending on the activity. Where Article 9 applies, we rely on your explicit consent or another lawful condition that applies to the support requested. We will document that choice before using health information beyond responding to your enquiry.

How we use your information

• To help you understand and prepare for a DFG application
• To manage your case and contact you about it
• Where you instruct us, to share relevant information with advisers, assessors, or your local council
• To meet legal, regulatory and safeguarding obligations

Who we share it with

We do not sell your information. We may share it with your consent — for example, with your local council, an OT assessor, or another adviser you ask us to work with — and with carefully selected service providers who help us run the service. Lovable Cloud provides our secure database and website hosting. We do not currently use advertising or analytics services.

How long we keep it

We keep case information for as long as we are supporting you, and then retain it for up to 24 months to handle queries, complaints, safeguarding, or audits, unless the law requires a different period. Cookie preferences remain on your device until you clear them or change your choice.

Your rights

You have rights under UK GDPR including access, rectification, erasure, restriction, objection, and data portability. To exercise them, contact us through our contact and callback page. We will add a public support email here when it is confirmed.

Complaints

You can complain to the Information Commissioner’s Office (ICO) at any time at ico.org.uk.

Cookies and analytics

Essential browser storage remembers your cookie choice. Optional analytics and marketing tools are currently switched off. If that changes, they will not run unless you accept them first.